Embedded Escalation Engineer (EEE) - Skype/Teams Microsoft
Seattle, WA

Job Description

Are you interested in being on the cutting edge of our Cloud Services and help solve some of the toughest customer issues with our Modern Communication and Collaboration solutions? Come join the Microsoft Teams and Skype for Business Online Embedded Escalation Engineering team within CSS.

As an Embedded Escalation Engineer (EEE) you will be deeply connected to engineering and responsible for debugging, troubleshooting and resolving escalated customer issues. In this role, you will function as a customer advocate within the Engineering teams by designing support solutions for broadly impacting, complex and challenging issues that cannot easily be resolved through code and architecture changes. You will also work with the global Skype for Business / Microsoft Teams Support Escalation Engineers on a daily basis to ensure that we are delivering timely resolution to individual customer issues.

So, do you have what it takes to help shape the future of services at Microsoft and the larger industry?

Required:

* BS in Computer Science or Engineering or equivalent industry work experience
* 4+ years troubleshooting Skype for Business / Lync Server
* Solid understanding of client/server, networking, and Internet technologies fundamentals
* Experience with PowerShell and C#

Preferences:

* Strong customer service, accurate and logical problem solving, communication skills, and the ability to work in a team environment.
* Strong ability to interact and communicate with groups outside the support engineer's immediate workgroup.

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Provide world-class operational support at a Skype for Business / Microsoft Teams product component level that reduces escalations to the team.

Perform complex analysis and remediation to resolve issues that are raised by Skype for Business Online and Microsoft Teams support.

Embedded Escalation Engineers should be able to apply their troubleshooting skills and deep product knowledge and understanding towards efficiently resolving Support issues as appropriate, identifying emerging trends or re-occurring escalation scenarios, and driving engineering opportunities to mitigate and/or eliminate them from the workflow. This can include a range of potential work item categories; such as self-healing mechanisms, telemetry, automation, and/or increasing diagnostic capabilities for Skype for Business Online Support.

This position is primarily "behind the scenes" providing engineering support to the global Microsoft Skype for Business Online Support teams for escalations that normally require Engineering Team engagement. At the same time, individuals should be capable and prepared to occasionally engage directly with customers to help facilitate issue resolution as appropriate.